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Social Media Associate

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The Social Media Associate is responsible for all aspects of social media engagement within Consumer Relations. The SMAM provides engagement recommendations, strategy, best practices, crisis and ongoing support brand teams and agencies. The position is responsible for establishing CR internally as the ‘go to’ for social media (e.g. Facebook, Twitter, YouTube, Pinterest, Tumblr, etc.) customer service. This role will leverage Consumer Relations as a centralized social media service center to support internal teams at lower costs than outside vendors/agencies. The SMAM will manage crises through real-time identification of Kraft issues and topics utilizing the social media monitoring and engagement tool, escalating issues through the appropriate internal channels. The SMAM is responsible for overseeing the Telerx social media support team in their moderation and engagement responsibilities within various owned media channels.

The SMAM will be the human voice of the Kraft brand and is responsible for fully managing the @kraftfoods Twitter handle, including leveraging brand teams and other social media channels to facilitate content creation and engagement support.

Responsibilities will also include providing engagement examples to the CR analysts on an ongoing basis, including during monthly CIA team meetings, highlighting and sharing meaningful brand engagement stories to drive business decisions and social media effort in the 1-Minute Updates and Tune-In reports provided to the brands.

In addition, the SMAM is responsible for continued evaluation of monitoring and engagement tools, making recommendations for additional tools and channel usage, daily monitoring of sensitive topics across social media channels using real-time monitoring tools, partnering with the analyst to identify insights and trends from feedback provided via social media channels and identifying opportunities to engage with consumers and responding as necessary,

The position plays an important role in maintaining the positive image and reputation of the company and the entire family of products. This position must build trust with our consumers, and must be comfortable interacting with all levels of management.
Describe in order of importance the essential functions of the position and identify the % of time spent on that responsibility:
-Ensure high risk, escalated consumer contacts via social media are handled via management of vendor to meet consumer expectations, turnaround times and performance metrics (40% of role)
-Partner with Consumer Information Analyst to identify meaningful engagement stories across social media channels to the brands and business units
-Partner with cross-functional teams such as CIS, Corporate Affairs, CRM and Digital Marketing to identify and implement improvements to social media processes
-Monitor and stay up to date on relevant web pages and search engines to quickly locate opportunities for engagement
-Demonstrate proficiency with utilizing all available systems tools for social media monitoring, dashboarding, and analyses.
-Identify new tools, technology trends that the company & CR should be utilizing
-Oversee the Telerx social media backup support team as they engage on the Kraft Foods
-Recipes and Tips and Corporate Facebook pages, on various websites message boards, as well as You Tube, etc.

FUNCTIONAL/TECHNICAL EXPERTISE
-Monitor and stay up to date on relevant web pages and search engines to quickly locate opportunities for engagement.
-Demonstrate a high level of proficiency in Twitter, Facebook, YouTube and other social media channels.
-Demonstrate proficiency with utilizing all available systems tools for social media monitoring, dashboarding, and analyses.
-Identify new tools, technology trends that the company & CR should be utilizing.

COMPETENCIES/ABILITIES: List the key competencies and abilities required to perform the job competently.

Drive for Results
-Ensure high risk, escalated consumer contacts via social media are handled to meet consumer expectations, turnaround times and performance metrics
-Identify insights and trends across social media channels to provide timely, relevant consumer data back to the brands and business units
-Partner with cross functional teams such as IS, Corporate Affairs, and Digital Marketing to identify and implement improvements to social media processes

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